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The influence of service environment on customer emotion and service…
The influence of service environment on customer emotion and service outcomes
Model that focues on the relationship between the social environment and the physical environment.
S O R Program
Framework indicating that environmental stimuli influence and individuals emotional state, which affects behavioral responses, bases on the stimulus-organism response.
M-R Mehrabian-Russell
Individuals perceptions and behaviors, within a given environment, are the result of emotional states created by the environment.
Emotional response are measured using the
Pleasure ( good, happy, pleased)
Arousal (excited, alert, active)
Dominance (influential, in control, important)
H1 Service employees displayes emotion is + related to custmer + emotion:
Service customer satisfaction is a response to an individual transaction, in contrast to a customer’s general assessment of a firm’s service.
H2 Service employee´s displayed emotion is + related to customer satisfaction:
Customer climate refers to a customer’s perception of the environment, shared by other customers receiving service, in which she plays an integral role.
H3 Customer climate is + related to customer + emotion: + customer-customer experience can increase service satisfaction.
H4 Customer climate is + related to customer satisfaction: Ambient factors are nonvisual, background conditions in the environment, including elements such as air, lighting, music.
H5 Ambient are + related to customer + emotion.
H6 Desing factor are + related to customer + emotion.
H7 Ambient factors are + related to customer satisfacion.
H8 Design factors are + related to custoemr satisfaction.
H10 Customer + emotion is + related to behavioral intention: Customer satisfaction has a + influence on behavioral intentions such as repurchase, likelihood of recommending, purchase volume, and loyalty.
H9 Customer + emotion is + related to customer satisfaction: Customer + emotion in the service encounter will lead to + behavioral intentions.
H11 Customer satisfaction is + related to behavioral intentions.
Current results showed employee displayed emotion is + associated with customer + emotion and satisfaction providing support for emotional contagion theory.
Physical environment is more important that social environment.
Emotional displayed is considered most effective when employees engage in deep acting, genuinely feeling the emotions they display.
Customer compability appears to be + related to the homogeneity of the customer group in terms of similar preferences sought benefits, attitudes, past experienes, and physical charac.
Physical environments play an important role in enhancing customer emotion and satisfaction.
Jang and Namkung have suggested that the unipolar view is more appropiate in understanding consumption emotion.
